WFM Strategist - Monetisation Integrity Ops

TikTok; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

TikTok is looking for a Workforce Management Specialist for Monetization Integrity Ops in Kuala Lumpur. You will partner with MI stakeholders to plan staffing across in-house and vendor sites, using data-driven insights to optimize headcount and performance and ensure capacity aligns with demand.

Responsibilities include forecasting, developing OKRs, monitoring productivity, and driving continuous improvements in WFM processes, tools, and real-time management.

Qualifications

• 5+ years experience in data, business and/or product analytics or WFM.
• Proven experience in business partnering and cross-functional projects, with a focus on hands-on capacity planning in a multi-channel & multi-site tech or media company.
• Deep understanding of operational statistics, business dynamics in a service environment, process development and driving operational results with data.
• Expert skills in Excel, advanced in SQL, knowledge & experience of different forecasting models/methods.
• Knowledge of BI tools (Tableau/Power BI) and strong communication for various audiences.

Responsibilities

• Act as key workforce business partner to stakeholders, encompassing planning for all workforce requirements of MI Operations, whether in-house or vendor sites; ensuring we have the right number of staff available at the right time.
• Partner with internal teams to agree required levels of Auto-Moderation to optimize human-review performance for business needs.
• Continually identify forecasting performance gaps and implement improvements.
• Own and develop OKR's that raise the bar in performance.
• Coordinate with operations teams on HC requirement and cross utilisation opportunities, in case of unexpected rises in moderation volumes or absenteeism.
• Monitor operational performance to ensure optimum productivity and results, evaluate schedules to meet incoming volumes, and evaluate potential productivity, quality and customer-service standards by analyzing performance statistics and financial results.
• Drive continuous improvement on WFM processes/tools/systems including streamlining & optimizing HC allocation and real-time management.
• Work as the Point of Contact to provide ad-hoc and regular support to stakeholders.
• Deeply interrogate business and operational data to generate strategic, executive level insights on headcount rightsizing, economies of scale and other operations improvement initiatives.

Skills

Cross-functional partner

Excel

SQL

Forecasting models

Data analytics

Tools

Excel

SQL

Tableau

Power BI

Job description

TikTok is looking for a Workforce Management Specialist for Monetization Integrity Ops in Kuala Lumpur. You will partner with MI stakeholders to plan staffing across in-house and vendor sites, using data-driven insights to optimize headcount and performance and ensure capacity aligns with demand.

Responsibilities include forecasting, developing OKRs, monitoring productivity, and driving continuous improvements in WFM processes, tools, and real-time management.